Comparative Study of Indian Private and Public Sector Health Insurance Providers using SERVQUAL Model

Providing and delivering the high level of service quality to the health insurance policyholders has become a considerable factor for success and survival in today's difficult insurance sector competitive situations. In India the post-liberalized insurance sector has been witnessing a detectable changes from the sellers ’market to the buyers ’market. The present article is an attempt to analyze the comparative advantages in service quality gap of private and public health insurance providers in Bangalore city, India. The sample size has been selected 288 health insurance policyholders in Bangalore city through the convenience non probability sampling method. The Parasuraman et al SERVQUAL model have been used to interview of respondents. An endeavor has been made to evaluate the considerable gap between the service quality of health insurance providers by using paired sample t-test to evaluate the mean of expectation and perception to assess the gaps (E-P) in all the 22 sub-dimensions of five SERVQUAL parameters. Results showed that there is gap between health insurance policyholders ’expectation and their perception in both private and public health insurance providers. Finally the present study has been showed that there is a gap on 7 items out of 22 SERVQUAL parameters and in all this seven items the private service providers ’quality is significantly different and higher than the public service provider sector in comparing of both providers ’service quality.